Manager Sales

Crystal Giza

**** * ******** ** # * Phoenix, AZ *5017

401-***-**** and/or ****.*******@*****.***

Strengths (Strengths are based on Gallup Strength Finder)

Strategic – I can create alternative ways to proceed. When faced with any given scenario, I can quickly spot the relevant patterns and issues.

Adaptability – While I am Strategic I can “go with the flow; I adapt well to change and takes things as the come.

Futuristic – I am inspired by the future and what could be; inspiring others with my visions of the future.

Experience:

CreditRepair.com – Member Services (November 2015 - Currently Employed)

Inbound WAH Manager and Trainer

● Conducts new hire, program revision and remedial training following instructional guides

● Provides written evaluations of employee performance to management as required

● Reports on progress of assigned projects to Training Manager or Director.

● Resolves and manages all issues by involving proper management and human resources, as needed.

Direct Energy – Residential Home Services (April 2013 – June 2015)

Sales Manager and Trainer (company closed all Arizona locations)

●Ensures training meets quality standards and expectations of client, center, and corporation.

●Works with program operations and general management teams to address training needs, methods, curriculum, and effectiveness.

●Manages all reporting requirements for client, program and corporation.

●Evaluates and delegates work assignments based on training needs and scope of work.

●Supports sales team and center management team with new programs throughout program development, implementation and maintenance.

●Consults with operations, talent acquisition, and quality to determine training needs, procedural updates, trainee performance, and attend calibration sessions and monitoring sessions, etc.

Stream Global Services - iOS Project (June 2012 – April 2013)

Team Manager/Expert Trainer (company was sold and closed office)

●Reviewing processes in the company’s operating systems and ensuring that such processes were adequate, functional and conform to industry standards.

●Develop and deploy training for systems, applications or products as needed when changes are made or new process is created.

●Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.

SuperShuttle/VTOD (May 2011 – June 2012)

Customer Advocate (left for career advancement)

●Investigated and determined the outcome of customer feedback reports

●Worked directly with franchises to ensure they were aware of current trends and issues.

●Daily reporting of cases worked and closed ensuring proper monthly reporting.

●Worked with 3rd party Wholesalers to investigate and resolve their customers’ issues and refunds as well as return other unexpected fees such as taxi fare or missed flight fees.

Apple Inc (October 2008 –May 2010)

Manager / New Hire Trainer (Ended all Work from Home positions in the area)

●Reported/escalated issues through the appropriate channels

●Trained new advisors for Apple and partner companies on Apple products

●Tracked advisors test grades and performance and developed refresher courses.

●Writing new training material to be used in new hire classes or continuous improvement class.

●Reviewing processes in the company’s operating systems and ensuring that such processes were adequate, functional and conform to industry standards.

Detroit Media (September 2007-August 2008)

Independent Carrier (Relocated to Arizona

●Was responsible for gathering new customer through sampling

●Delivered of newspaper to customers in a timely manner daily

●Provided re-deliveries and handled customer complaints

West (January 2001 – August 2006)

Sales Manager / Project Management (Relocated to Michigan)

●Assisted in ensuring coverage needs were met on a daily bases for call volume.

●Managed a team of 15+ telemarketers that worked from home as well as at the corporate location.

●Scheduled the agent’s shifts as well as tracked metrics, coaching, PIPs, hiring and dismissal of agents.

Texarkana Gazette (July 1999- February 2003)

Sales Manager (Went Part-Time in January 2001)

●Bookkeeping- Clients personal information, payments, invoices, and order history

●Accounts Receivable & Accounts Payable of customer subscription to newspaper

●Call Center- questions, concerns, placing orders, past orders, complaints

●Interviewed, and staffed opening within the department

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